Service Level Agreement

Document ID: WST-OPS-SLA-v1.0 · Effective Date: 2 May 2026 · Governing Law: Delaware, USA

This Service Level Agreement ("SLA") describes the uptime targets, maintenance commitments, support response times, and service credits that Workestra LLC ("Workestra", "we", "us") provides for the Workestra platform at workestra.app (the "Service"). It is incorporated by reference into the Terms of Service and applies to active, paid subscriptions in good standing.

Plan-specific differences, where they exist, follow the tiers published at /pricing.

1. Uptime Target

Uptime is measured per calendar month as the percentage of minutes during which the Service's authenticated application endpoints are reachable and serving correct responses, excluding the events listed in Section 2. We monitor uptime via internal synthetic checks and the public status page (when available) at status.workestra.app.

2. Exclusions

The following events are excluded from uptime calculations:

• Scheduled maintenance announced at least 7 days in advance
• Emergency maintenance required to address a security or stability issue, communicated as quickly as practicable
• Force majeure (natural disasters, war, governmental action, internet-infrastructure failures, major upstream-provider outages, large-scale cyberattacks)
• Customer-caused outages (misconfiguration, abuse, exceeding rate limits, malicious user activity, denial-of-service emanating from the customer's workspace)
• Beta features clearly labeled as such
• Third-party integrations outside Workestra's control — including AI providers when Customer uses its own API key (BYO key)
• DNS propagation, ISP, or local-network issues outside Workestra's infrastructure

3. Scheduled Maintenance

• Routine maintenance is announced at least 7 days in advance by email to workspace administrators and via the in-app notice.
• Maintenance windows are typically Sundays 02:00–06:00 UTC.
• Emergency maintenance (e.g. security patches) may be applied without advance notice but is communicated as soon as reasonably possible.

4. Service Credits

If actual monthly uptime falls below the applicable target, Customer may request a service credit calculated as a percentage of the monthly fee for the affected workspace:

4.1 How to claim a credit

Submit a written request to support@workestra.app within 30 days after the end of the affected calendar month, including the workspace name, affected dates and times, and a brief description of the impact.

4.2 Form and limits

• Credits are applied to the next invoice of the affected subscription.
• Credits are not paid in cash and are non-transferable.
• The maximum aggregate credit issued in any month does not exceed 25% of that month's fee for the affected workspace.
• Service credits are Customer's sole and exclusive remedy for any failure to meet the uptime target.

5. Support Tiers

Plan-specific response times are aligned to the tiers published at /pricing. The targets below describe Workestra's first-response commitment by severity.

"Business hours" are 09:00–18:00 in Workestra's primary support time zone, Monday–Friday, excluding US public holidays. Response time targets do not include resolution time, which depends on the nature of the issue.

5.1 How to report an issue

For P1 issues on Operate / Enterprise tiers, additional escalation channels are documented in your subscription agreement.

6. Status Page and Incident Communication

When operational, Workestra maintains a public status page at status.workestra.app with:

• Real-time component status
• Active and recent incidents
• Scheduled-maintenance notices
• Post-incident summaries for major events

Until the public status page is available, incident notifications are delivered by in-product banner and email to workspace administrators.

7. Backups and Data Durability

Backups are a safety net for catastrophic data loss; Customer remains responsible for its own export workflows for high-value records. Data export is available at any time via the application UI and the public API.

8. Security Posture

The Service runs on hardened production environments with TLS 1.2+ encryption in transit, AES-256 encryption at rest, audit logging, RBAC and optional MFA, vulnerability management, and incident response procedures. See the Privacy Policy and DPA for further detail.

9. Termination of the Service

Effects of cancellation, including data retention and export, are described in the Refund & Cancellation Policy and the Privacy Policy.

10. Relationship to Other Policies

• Terms of Service — the main subscription agreement
• Acceptable Use Policy — usage restrictions
• Privacy Policy — data handling
• Data Processing Agreement — Article 28 processing terms

Policy Changelog